Customer Success Manager (Hybrid London, UK Based)

Mission – Why We Exist, What We Do, and Why We Need You

Profisee exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. Profisee is a growing Microsoft top-tier partner focused on data management solutions in general and, more specifically, in the area of Master Data Management.

Reporting to our Chief Customer Officer, the Customer Success Manager (Hybrid London, UK Based) will be responsible for helping existing customers maximize their usage of Profisee’s Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote Profisee.

In coordination with various value-added resellers (VARs), you will manage approximately 50-60 enterprise software accounts that span different customer segments (strategic, develop, sustain), that are in different points in their customer journey are using Profisee under different license models (SaaS, subscription and perpetual) and deployment models (SaaS, Platform-as-a-Service within the customer’s cloud tenant, IaaS within the customer’s cloud tenant, and on-premise). Your accounts will span multiple industries.

Your Performance Objectives – What You Will Accomplish

Objective #1: Platform Adoption:

• You will work across Profisee teams, functions, and our VAR partners to ensure that both new and existing customers are leveraging Profisee to deliver tangible business value: increased revenue, decreased cost, or decreased risk.
• New customers: You will engage with day-1 customers as the advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. Although not responsible for the delivery of those actions, you will ensure that the cross-functional teams who are responsible are tracking, and alert leadership to potential risks or delays.
• Existing customers: Prioritized by customer segment, you will ensure existing customers are optimally utilizing the Profisee platform to realize maximum benefit from the customer’s partnership with Profisee. As needed, you will leverage support, professional services, partners and other leadership to ensure that Profisee is and will continue to deliver value as customers navigate their data journey.

Objective #2: Retention & Renewals:

• By ensuring customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal.

Objective #3: Customer Satisfaction:

• Your cross-functional coordination of Profisee, partner, and customer resources to ensure value realization will create enthusiastic customers who will readily promote Profisee to colleagues and peers.
• Become the trusted advisor to guide the customer to achieving business outcomes that matter to their organization. As the Profisee customer success manager you are not expected to know every answer or be able to carry out every action item independently. You are expected to leverage your peers, cross functional teams, and Profisee VARs to meet customer expectations along their customer journey.
• Enabled key stakeholders and executive sponsors within our customers to become “Data Heros” within their own organization: By being the reliable go-to to align cross-functional teams both within Profisee and within your accounts, you will enable your customers to unleash the power of their own data. The key stakeholders and executive sponsors that you support will be able to advance their company’s objectives, and in so doing, become “Data Heros” within their organization.

Objective #4: Expansion

• Building upon adoption, you will identify additional use cases for the Profisee platform that result in platform expansion or conversion to SaaS.
• Understand use cases and value drivers across industries: Armed with a fundamental understanding of core business operations across several industries, you will leverage documented customer results and case studies to actively promote additional Profisee use cases among your accounts.
• Leverage Profisee thought leaders and executives to align to customers’ strategic goals: You will recognize high-potential or high-risk accounts and engage cross-functional resources to develop an engagement plan to leverage those cross-functional resources in order gain access to customer executives and to align Profisee with customer strategic goals.

Your Performance Goals – What You Will Accomplish After You Start

In 30 Days: Understand the solutions and value Profisee delivers, understand Profisee’s account segmentation and corresponding engagement motions, and your accounts.

• Thoroughly digest and familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations.
• Fully understand Profisee’s customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment, and how it applies to each account in your territory.
• Invest time with your CSM peers, your VP of customer success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each existing account in your territory.
• Develop your prioritized existing account engagement plan based upon customer segment.

In 90 Days: Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Begin managing adoption for net-new accounts.

• Establish a cadence with existing customers based on segmentation.
• Understand and document the current utilization of Profisee within each existing customer.
• For day-1 new customers, become the customer advocate to ensure implementation and adoption are progressing according to plan, timeline, and budget. Escalate risks, delays or issues to your leadership team.
• Map out key Profisee stakeholders within each customer account and document in Salesforce.
• Understanding key customer initiatives and priorities that could benefit from the Profisee platform.
• Sharing use cases and insights with customers to improve a customer’s understanding of how they could expand their utilization of Profisee.
• Build relationships across the Profisee team such as the Presales Team, Value Consultant, product, support, strategy and other team members to bring expertise and value to our.

Competencies – What We are Looking For

• Minimum five Years Customer Success Experience with Enterprise Software, Ideally SaaS in the IT sector. You have demonstrated experience in delivering customer success to enterprise software customers. You have experience managing 20 to 75 accounts where many are high touch. You can provide examples of helping customers navigate through deployment and adoption of complex software solutions, resulting in high retention and customer satisfaction.
• Execution: You can demonstrate skills, experience, and results where your planning, organization, team coordination, and follow through were pivotal to customer’s success in deploying and utilizing enterprise software. Even with multiple competing priorities, you are able to prioritize your work, ensure flawless follow-through, and escalate for assistance where needed. You should have experience in coordinating teams (think program management) to respond to critical customer escalations and issues. You have tenacity and can break through obstacles and barriers to ensure our customers can realize their desired results. Your customers see you as trusted advisor who will get things done.
• Basic understanding of business functions, core IT systems: This is a role for an experienced customer success professional who has helped customers realize value from enterprise software investments. You will already understand the basics of a modern enterprise IT ecosystem, and have worked with customers across different industries thereby having gained a basic understanding of how enterprise technology supports core business functions.
• Motivated and Accountable: You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a body of work, and delivered the results despite the obstacles encountered along the way.
• Kind, humble, and fun: You are the kind of person that values and enjoys working with peers and colleagues, who is always ready to lend a helping hand, and who instinctively goes the extra mile. Profisee has an amazing corporate culture - we want you to love working for Profisee, and to be someone who your peers enjoy collaborating with, spending time with, and investing in.